To meet increasingly elevated customer expectations, organizations are implementing detailed strategies for distributing customer experience (CX) practices across the organization. This includes defining and standardizing the “customer journey” across their various channels in an effort to strengthen their brand, increase customer loyalty, reduce costs, and make better use of customer feedback.

I am conducting a confidential survey on how organizations are adopting—or planning to adopt—CX management practices and technologies and what they see as the possible impacts on their businesses. I also seek to identify important trends as well as issues and other considerations organizations are encountering or foresee encountering in their efforts.

I want to thank you in advance for taking our survey. Please be assured that all answers will be kept confidential. Your input is much appreciated, because it allows us to separate fact from hype. I will provide you with important trends and findings in upcoming Cutter Consortium research. In addition, if you supply us with your email address, we'll use it to send you a coupon good for $50 (U.S.) in the Cutter Bookstore.

To enrich the findings, I would like to conduct short interviews with a subset of the respondents. Comments will be kept anonymous, identified by title and industry only. Respondents who complete the interview process receive a coupon for an additional $100 (U.S.) in the Cutter Bookstore.

Thanks again,

Curt Hall
Cutter Consortium Senior Consultant


If you supply us with your email address, we'll use it to send you a coupon good for $50 (U.S.) in the Cutter Bookstore.
Please be assured that all answers will be kept confidential.

Question Title

* 1. Depending on the size of your company, you may want to respond to the questions in this survey for the whole enterprise or for a specific division. To which of the following will your answers apply?

Question Title

* 2. Does your organization now have, or is it planning to develop, a detailed strategy for implementing and distributing CX practices and technology across the organization?

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